Call Transfer Connector

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Overview

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Important Notes

• All call transfer settings are automatically added to Natalia’s training.
• Provide clear keywords and descriptions—Natalia understands natural language.
• You do not need to reference the connector name or parameters in your scenario’s training sheet.
• Thoroughly test your transfer flows to ensure customers reach the correct destination.

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Configuration in Dashboard

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Basic Setup

1. Name and Description
   • Give your connector a clear name (e.g., “call-transfer”).
   • Provide a detailed description of when and why this connector should be used (e.g., “Transfer to different services if the customer asks for a specific one or to the default human agent”).
2. Phone Number
   • Use the international format: +XXXNUMBER (e.g., +33612345678).
   • You can set up multiple transfer destinations, each with its own descriptive keywords.
3. Keywords
   • Provide short keywords or phrases that should trigger a transfer.
   • Examples (English/French): “Human agent - Support - Jean Dupont - Besoin d’un humain - Transfert urgent”
   • Whenever the user’s request matches one of these keywords (or if Natalia decides it’s a question she can’t handle), the call will be transferred to the specified number.

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Configuration Steps (Example Workflow)

1. Go to Connectors Visit https://app.getnatalia.com/connectors/ in your Natalia dashboard and click New Connector.
2. Choose Connector Type In the Type dropdown, select Transfer.
3. Fill in Transfer Details
   • Phone Number: enter the target phone number (e.g., +33251435858).
   • Description: add keywords (e.g., “Human Agent,” “Jean Dupont,” “Support”) that will trigger this transfer.
4. Save Your Connector Once saved, if this connector is linked to a scenario, Natalia automatically uses this connector whenever the user explicitly requests a transfer or if the situation requires escalation.

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Scenario Examples

1. Customer Service Escalation
   • 🇬🇧 English: Transfer to a human whenever the customer is dissatisfied or explicitly asks for a person.
   • 🇫🇷 French: Transférer vers un agent humain lorsque le client exprime son insatisfaction ou demande explicitement à parler à quelqu’un.
2. Technical Support Routing
   • 🇬🇧 English: Transfer to the support line if the customer says: “I need support” or “This is too technical.” Note: This requires “Support” as a keyword for that phone number.
   • 🇫🇷 French: Transférer à la ligne de support si le client dit : “J’ai besoin d’assistance” ou “C’est trop technique.” Note : Cela nécessite d’avoir défini “Support” comme mot-clé dans la description de votre connecteur.

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Using in Scenarios

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Natural Language Usage

• 🇬🇧 English:
  • “If the user says they need a human or complains about the support, transfer the call.”
  • “Escalate to a human if the customer asks for advanced help or is extremely dissatisfied.”
• 🇫🇷 French:
  • “Si l’utilisateur demande un humain ou se plaint du support, transfère l’appel.”
  • “Escalader vers un humain si le client demande de l’aide avancée ou est très insatisfait.”

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Troubleshooting

1. No Transfer Happening
   • Verify that your keywords are properly set in the connector’s Description.
   • Check that you’re using the correct international phone format.
2. Incorrect Number
   • Confirm the target number is typed correctly (including country code).
   • Test calling the number directly to ensure it’s valid.
3. Misfires or Frequent Unneeded Transfers
   • Review and adjust your keywords—overly broad or ambiguous keywords can cause unintended transfers.
   • Make sure Natalia’s scenario instructions correctly describe when to escalate.

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Remember

• All call transfer descriptions (keywords…) automatically become part of Natalia’s training.
• Thoroughly document why and when to transfer calls in your scenario.
• Test your transfers to confirm they reach the right agent or department.
• Reinforce when and how to use transfers in your scenario instructions to avoid unintended transfers.